Customer Support Representative

AssetWatch, Inc.

5h • Remote

About The Position

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
The External Support Representative will develop an understanding of AssetWatch products and services to support both hardware & network outages for external customers. You will collaborate with stakeholders to ensure timely and long-term solutions.

Requirements

• 2+ Years of some form of technical support or equivalent experience
• 2+ Years of customer service interaction, in person or virtual
• Experience with high volume support ticketing systems
• Experience with CRM platforms (Salesforce strongly preferred)
• Ability to use remote communication tools to interact and add value to internal and external stakeholders (ie. Zoom, Slack, etc)

Responsibilities

• Manage multiple incoming streams of support request coming in via software, phone, email, and internal requests
• Coordinate with internal and external stakeholders as needed to address more challenging cases and ensure a long-term solution
• Work internally across multiple departments to ensure and support the delivery of a world class customer experience to include sending customer feedback to our Product teams.
• Willingness to pick up the phone and dial customers within short notice to address issues before they grow in scope
• Build a strong, trusting relationship with all customer and internal stakeholders through fluid and timely communication
• Identify opportunities to proactively address potential challenges
• Meet case and customer response time quotas always
• Utilize numerous software tools to accurately diagnose problems and proceed with the correct solution
• Promote customer loyalty through customer recognition initiatives
• Other responsibilities as directed by AssetWatch Support Manager

Benefits

• Competitive compensation package including equity options.
• Flexible work schedule
• Full benefits and 401K Match
• Opportunity to make a real impact every day
• Opportunity to grow as a leader and build a team
• Unlimited PTO
• Competitive compensation package including stock options
• Comprehensive benefits including retirement plan match
• Work with a dynamic and growing team

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees